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Customer Service Manager

Location:
Cary, NC, 27513
Salary:
$36,000
Posted:
August 20, 2012

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Resume:

P R O F E S S I O N A L S U M M A R Y

HR Outsourcing Professional with emphasis on cost-effective, timesaving and proactive issue management. Possesses a wealth of experience identifying and addressing opportunities for improvement in an ever-changing production environment with a specific interest in cross-product interactions. Able to adapt quickly to new software, challenges and working environments while maintaining a positive outlook and focus. Utilizes creative and thorough analysis techniques for root cause discovery and subsequent resolution. Self-started independent worker with strong interpersonal, organizational, and customer service skills with proven success in team environment. Consistently takes initiative and demonstrates willingness to take on difficult and complex assignments while thinking beyond own area of responsibility to ensure all client deliverables are met.

• Customer/Client Focus

• Project Management

• Troubleshooting

• Root Cause Analysis

• Problem Resolution

• Microsoft Office Suite

• Process Improvement

• Oracle HRIS/HRMS

• Organizational Support

Q U A L I F I C A T I O N S

•Maintained customer centricity in all initiatives and interactions, always putting the customer first

•Created a work environment that maintained confidentiality

•Demonstrated ability to handle multiple tasks with varying priorities and lead cross departmental projects/initiatives in order to meet aggressive deadlines

•Provided customer service by responding to employee and client inquiries through phone and email

•Collaborated with Client Service Team to ensure payroll clients were aware of any payroll discrepancies including mis-payments an overpayments

•Experienced in end to end processes for both Health and Insurance and Payroll products

P R O F E S S I O N A L E X P E R I E N C E

Fidelity Investments Human Resources Services Durham, NC HR/Payroll Transaction Processing Representative III September 2005 – January 2012

Cross-product professional responsible for distribution of work among team and monitoring of SLAs. Managed and documented various payroll procedures including benefit deductions, pay impacts, and personnel files. Addressed internal inquiries from Tier I customer service representatives with inquiries regarding complex issues, missing resources, and customer escalations.

Processed and validated high volume of daily, biweekly, and semimonthly payroll in a multi-company/state environment

Conducted research and analysis of timesheets to ensure accuracy of all HR and payroll data for domestic and international employees

Acquired ownership of escalations by performing research to ensure the resolution is complete and accurate within established quality standards and customer service level agreements

Identified, analyzed, communicated problems and implemented solutions to Manager/ Team Lead for process improvements

Served as backup support in the event of a team member’s absence

Entered and maintained new hire and termination information needed for payroll processing within HRIS system

Created, updated, and maintained User Procedure Documents for case management and the overpayments team

Acted as the subject matter expert for overpayment HR/payroll issues

Managed payroll, human resources, benefits and compensation transactions

Handled client-directed updates and corrections to employee benefits, life events, and personal information

Supported internal audits to prevent potential failures

Assisted with several service recovery projects regarding overpayments and underpayments

Facilitated new-hire and end-to-end training

Accountable for running special reports for high level management analysis

Payroll Operations Specialist II

Researched, processed and resolved basic customer questions which required knowledge of payroll and client specific processes and procedures

Liaised and maintained consistent open lines of communication with cross-functional departments and internal business partners to ensure high service levels are met

Identified issues related to employee data impacting pay, access, or downstream applications

Responsible for the quality assurance of HR transactions

Interacted with HR, managers, and employees regarding HR and payroll transactions

Payroll Operations Specialist I

Provided a timely resolution of all transaction requests and work items assigned daily while maintaining integrity within the team

Monitored work flow to ensure all Service Level Agreements (SLAs) were met

Processed retroactive and overpayment calculations to resolve timekeeping inaccuracies

Submitted overpayment calculations to the overpayment database

Successfully completed Six Sigma Yellow Belt certification

Temporary Solutions Raleigh, NC Administrative Assistan February 2005 – August 2005

Processed travel expense reports of staff members

Prepared all written correspondence, invoice and administrative reports for department manager

Answered multi-line switchboard phones

Researched vendor account inconsistencies

Effectively standardized department filing system so staff could easily locate information in any filing center

United Retail Corporation Raleigh, NC

Assistant Manager September 2004– February 2005

Handled hiring and interviewing new staff members

Supervised a team of 8 employees

Managed cashiers in areas of monies handling, voids, shift breaks, and customer service

Performed daily bank runs

Resolved customer complaints effectively and efficiently

E D U C A T I O N

Bachelor of Arts in Political Science 2004

North Carolina Central University, Durham, NC



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